Disability Courtesy, 40 Tips

Disability etiquette or disability courtesy are just plain good manners!

Serve your customers well and they will serve you!

Disability etiquette, disability courtesy and just plain old good manners are the same thing!

Many people think that there are special rules, so they avoid interacting with people with disabilities because of their own awkward feelings.

Disability courtesy is not a set of secret rules. A great rule of thumb is, if you would politely say it to your granny, it’s OK. Polite is polite.

Quick list of specific disability courtesy tips.

Courtesy Tips for Interactions with Anyone

Always speak directly to a person who has a disability, rather than trough a companion who might be with them.

Always ask first before helping someone with a disability.

Some people will appreciate that you asked, others might be offended.

Listen to any instructions before you act.

Always remember to offer to shake hands.

Wait for them to extend a hand first or let them offer another option. Be gentle. we never know someone’s level of hidden physical pain or limited mobility.

Be patient! Let the person set the pace in walking or talking.

Be considerate of any extra time it might take for the person who has a disability to get things done.

Relax! Don’t feel embarrassed if you happen to say a common expression like “I’ll see you later” or “I’ve got to run.” Those are normal parts of speech.

Don’t patronize!

When planning an event involving persons with disabilities, consider their needs ahead of time.

If there is an insurmountable barrier, let them know prior to the event.

For example, “Uncle Bob, the steps to the top of the hill where Kitty and Bobby are getting married are pretty steep. We are going to set up a video feed where, if you like, you may watch the wedding in the air conditioned reception building.”

Courtesy Tips for Interacting with Wheelchair Users

Someone using a wheelchair is not “wheelchair bound.” The wheelchair is a mobility device. Different people have different levels of mobility.

Leaning on a person’s wheelchair is like leaning on a person. A wheelchair is an extension of personal space. Respect it!

Treat adults like adults.

Don’t patronize someone by patting them on the head. They are not a dog!

You wouldn’t grab someone’s leg without asking, so don’t touch someone’s wheelchair without first asking and receiving permission.

After a few minutes of conversation, put yourself on the same level as a person in a wheelchair. It will spare both of your from a stiff neck!

You won’t stand while holding a long conversation with someone seated, so think of it the same way when you are speaking to someone seated in a wheelchair.

When giving directions to someone using a wheelchair, think ahead of the shortest path and any obstacles that might be in their way.

“I believe the park restrooms are about 200 yards ahead and they you will to turn left for about 100 feet to reach the ramp on the right side of the restroom building. I believe that there are steps to the left.”

Courtesy Tips for Interacting with People Who are Vision Impaired

Always identify yourself when speaking with a person with a vision impairment.

Example: “Hi Bob, it’s Lola.”

Always identify who you are with.

Example: “Hi Bob, I have my son Bubba with me to my right, Aunt Hilda is to my left with her poodle Sweetie Pie.”

When speaking in a group, always mention the person’s name when speaking directly to them.

Example: “Bob, are you joining us on the balcony?”

Always let the person with a vision impairment know when you are leaving the room.

Example: “Bob, I am heading to the kitchen, can I bring you a glass of tea?”

Always let the person with a vision impairment know when the conversation is over.

Example: “Bob, it was great talking with you, I need to leave now. Is there anything else you need from me? “

Always speak in a normal tone and volume. People do not hear with their eyes!

Offer a person with vision impairment your arm. Talk about where you are going.

Example: “We have 2 steps down about five feet ahead” or “this sidewalk sure has a lot of cracks.”

Do not propel or lead them. Just gently be their guide.

When giving directions to a person who has a visual impairment, use distances and describe the path.

Example: ” The hot dog cart is 200 yards directly ahead on the right. There sure are a lot of kids riding their bikes on the sidewalk today.”

Courtesy Tips for Interacting with People Who are Hearing Impaired

It’s OK to gently tap a person with a hearing impairment to get their attention.

Do not startle someone by tapping them from behind.

It’s OK to wave your hand to get a person with a hearing impairments attention.

Never ask “do you read lips?”

When speaking, look directly at a person who has a hearing disability.

The average person reading lips will only understand about 25 percent of the conversation. Follow-up with e-mail, when possible.

If you have a friend, family member or co-worker who used American Sign Language, consider learning some basic sign language.

Speak slowly (at a normal pace), clearly and expressively to determine if the person reads lips. Many hearing impaired people have some level of hearing. Sometimes hearing loss may affect they way they hear volume, certain letters, tones of sound or pitches of sound.

Not everyone with hearing loss reads lips. They might rely on your expressions and your body language to understand the tone or direction of the conversation.

Don’t shout! It just makes you look crazy!

Ask the person if they would like you to write down what you are saying. Write clearly.

Be considerate by facing a light source. No one can read lips in the dark!

If you are dining, keep food and drinks away from your mouth when you are speaking.

Keep your mustaches well-trimmed, if you need to speak with a person with a hearing impairment.

Courtesy Tips for Communicating With People Who have a Speech Impairment

Give your whole, unhurried attention when speaking with someone who has a speech impairment or difficulty speaking.

Keep your manner calm and encouraging rather than correcting.

Be patient! Do not speak for the person.

It’s OK to clarify what the person said by asking a question they can answer with a simple nod of the head.

Example: “Oscar, you would like a large glass of orange juice. Is that right?”

Never pretend to understand. Always ask. Repeat what you understand.

Example: “Oscar, do you want to go to the store now or later this afternoon?” The person’s reaction will guide you.

Common courtesy goes a long way when speaking with anyone. Disability courtesy is simply treating people the way that you would want to be treated. Remember that your body language, tone, facial expressions, hand and arm motions are all observed. People know the difference between polite and rude! It’s important to remember that a person with a special need is a person first. Communicate with them as you would communicate with anyone else. If you are unsure what to do, simply ask them. Disability Smart Solutions knows that fixing buildings and public spaces to meet the everyday challenges of people living with a disability is simply meeting ADA Code and spending the money to make the improvements. We know that lives are changed when people learn how to extend courtesy to people with disability. Disability Smart Solutions offers employee training programs that teach Disability Etiquette. Great customer service is the heart of a business. We also have speakers available for schools and community groups.

Disability Smart Solutions is committed to working with organizations and companies who believe in diversity and social inclusion. We are an ADA Accessibility consulting company providing resources to businesses that serve the unique needs of both the 50+ aging population and people living with disabilities.

While parenting a special needs teenager and caring for an elderly parent, she learned the harsh realities of all-ability customer service and architectural barriers to access.

Susan knows that it's one thing to explore a building as an able young person, but it's another to shop, dine, visit the doctor, or vacation as a person living with a disability. Mobility, comprehension, perception, hearing and sight can change in a split second.

Susan believes that exemplary customer service and ease-of-use in Places of Accommodation are key to creating long-term productive employees and life-long happy customers.

His photos star in our "Spot the Service Dog" presentation, where we explain the differences between Services Dogs and Emotional Support Animals.

Serge wants everyone to know that for Places of Public Accommodation:
1. A service dog vest is like a Rock Star t-shirt. It is just informational clothing.
2. The Department of Justice and the ADA do not acknowledge any "Service Dog Certificates."

The ADA only allows two legal questions for businesses.
1. Is the dog or tiny horse a service animal required because of a disability?
2. What work or task has the dog or tiny horse been trained to perform?

A business may ask any animal, including a Service Dog, to leave their facility for bad behavior.

Call Susan to schedule a Service Dog seminar for your organization. 407-310-3663

What is the ADA?

The Americans with Disabilities Act (ADA) gives civil rights protections to individuals with disabilities that are like those provided to individuals on the basis of race, sex, national origin, and religion.

The ADA guarantees equal opportunity for individuals with disabilities in employment, public accommodations, transportation, State and local government services and telecommunications.

Susan P. Berry, NCIDQ, National Council for Interior Design Qualification

National Council of Building Design Certification, Susan P. Berry, CPBD

Disability Smart Solutions is an ADA Consultancy and a service of Susan Berry Design, Inc.
DSS does not practice Law, Architecture, Commercial Interior Design or Engineering.
DSS recommends always using a State Licensed professional for Construction Documents.
DSS recommends always reviewing Disability Discrimination with an Attorney.
Fees and Prices quoted on website are samples and subject to change at any time.
The comments and observations provided within documents provided by Susan Berry Design, Inc. and/or Disability Smart Solutions (SBD/DSS), are for general information & compliance purposes only. SBD/DSS are not licensed attorneys or architects in the State of Florida. We do not claim to be agents, representatives, or licensees of the DOJ (Department of Justice), ADA (Americans with Disabilities Act) or any other state or government agency. Any information provided is not intended as professional legal advice, nor does it supersede government authority. Susan Berry Design, Inc., Disability Smart Solutions and/or their assignee's, do not assume any liability for information.

Disclaimer:
ADA Consulting and ADA Inspectors are non-regulated professions.
The International Code Council provides a Certified Accessibility Inspector and Plans Examiner program. Disability Smart Solutions has this certification.
The Department of Justice does not certify or endorse any individual or organization as ADA consultants, nor does the DOJ approve or endorse any products or designs as being in compliance with the ADA.
We DO NOT provide Certificates of ADA Compliance, as we have never been in a facility that maintained 100% ADA compliance.